12-37 Balanced scorecard. Following is a random-order listing of perspectives, strategic objectives, and performance measures for the balanced scorecard.

Perspectives

Internal business process Customer Learning and growth Financial

Strategic Objectives

Acquire new customers Increase shareholder value Retain customers Improve manufacturing quality Develop profitable customers Increase proprietary products Increase information-system capabilities Enhance employee skills

On-time delivery by suppliers Increase profit generated by each salesperson Introduce new products Minimize invoice-error rate

Performance Measures

Percentage of defective-product units Return on assets Number of patents Employee turnover rate

Net income Customer profitability Percentage of processes with real-time feedback Return on sales Average job-related training-hours per employee Return on equity Percentage of on-time deliveries by suppliers Product cost per unit Profit per salesperson Percentage of error-free invoices Customer cost per unit Earnings per share Number of new customers Percentage of customers retained

assIgnment materIal 519

For each perspective, select those strategic objectives from the list that best relate to it. For each strategic objective, select the most appropriate performance measure(s) from the list.